Tower Reviews

Name: Tower
Rating: 4.15

4.2 Rating 4,979 Reviews

79 %

of reviewers recommend Tower

4.2

Based on 4,979 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 83%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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C Eager

159

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible experience, customer service refusing to refund me for unopened item returned on 31/93/2021. Chased up numerous times, still no refund.”

Helpful Report

Posted 3 years ago

“It says to register online for extended warranty, only to find when you log in this isn't given as an option! Absolute rubbish”

Helpful Report

Posted 3 years ago

“If the truth be told I am no liar My life's been changed By my new air fryer My microwave is sulking My oven's on strike Because the kitchen appliance I really like Is my Tower air fryer It's all I need To do my cooking It's a winner indeed It bakes, it grills without much fuss It clearly is the one for us It's saving me money Takes up half the space It looks so neat in it's little place For every household it is a must It won't just sit there gathering dust I can guarantee and I will bet It'll be a purchase you won't regret So get to the shops Or buy one on line Because I'm certainly not going to lend you mine 🤣🤣 Penny Hunt 12/3/24”

Helpful Report

Posted 1 month ago

Hi Penny Wow !!!! What fantastic words about your Air Fryer - everyone at Tower HQ was delighted to read your poem Thanks for being such a great customer of Tower Keith - Group Customer Services Manager

Posted 1 month ago

“The air fryer is good, the customer service and support from Tower is atrocious. I would not recommend the company or products to anyone.”

Helpful Report

Posted 2 months ago

Hi Many thanks for your valuable comments. Here at Tower we welcome our customers comments as this allows us to review the products and services we provide. Customer reviews also allow us to revisit the original enquiry to see what we could do better. I was delighted our Customer Services Team revisited your enquiry and have resolved your enquiry. It only leaves me to apologise for any inconvenience you may have experienced. Keith - Group Customer Services Manager

Posted 2 months ago

“It arrived broken, I've tried contact customer services with no reply. I don't recommend buying off Tower directly. Your package will arrive poorly wrapped with no protection. And your emails enquiring about returning & refunds ignored.”

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Posted 3 months ago

Hi Nicola, Many thanks for your valuable comments. Here at Tower we value the time taken by our customers to leave their comments. I was sorry to read that we took slightly longer to reply to your message during what is a very busy time for us however I can assure you we never ignore any customer communications. Regards Keith - Group Customer Services Manager

Posted 3 months ago

“It hasn’t arrived, the delivery confirmation had a blurred picture of nothing in it, and I am getting no response from tower customer services. Overall very unimpressed.”

Helpful Report

Posted 3 months ago

Hi Jo Many thanks for taking the time to leave your valuable comments about your delivery experience. I was sorry to learn of the issue you mention. Rest assured one of our Customer Services Team remains in touch with you until your enquiry has been fully resolved. Once again please accept my sincere apologies for the inconvenience caused. Keith - Group Customer Services Manager

Posted 3 months ago

“Awful customer service problem with 3 month old air fryer they say its cosmetic so no fault don't expect this kind of response will never recommended or bur Tower products Absolutely poor company”

Helpful Report

Posted 1 year ago

Dear Michael, Thanks for taking the time to leave your valuable reviews about the warranty of your Tower Air Fryer. I was disappointed to read your comments about the response provided to your enquiry by our Customer Services Team. Our warranty schemes give peace of mind to our customers in the rare event that a fault should occur with their product. After kindly providing your photographs it was concluded that your Air Fryer remains in perfect working condition and your warranty claim can be attributed to a cosmetic mark on your Air Fryer Door. Here at Tower we pride ourselves on the service we provide to our customers - I have arranged for one of my Customer Services Team to contact you very soon. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Don't order from tower order els where I can't review the product becasue its sat with evri there preferred delivery company and has been for 7 days with no way to contact them and you can't go and collect from the depo. Stop using ervi Tower they will ruin your business.”

Helpful Report

Posted 1 year ago

Hi Craig, Thanks for leaving your review about the delivery of your Tower product. I was sorry to learn of these delays. Rest assured we hold close links with our courier partners. One of my Customer Services Team has safely received your enquiry and will be in contact very soon to provide an update. On behalf of our courier partners please accept my sincere and personal apologies for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Ordered a airfryer on the 18th November and still haven't received it! Have emailed thousands of times and yet again no reply, payed £200 for something I haven't even received. Does not look good for the company and I will 100% not be ordering from here again.”

Helpful Report

Posted 1 year ago

Hi Thanks for taking the time to leave your comments about your delivery experience. I was sorry to learn of the delays. Our courier partners handle 1000's of parcels within their network each day. There are rare occasions where a parcel may go astray and if this occurs we have robust processes in place in a bid to locate your parcel. We have safely received your messages and your enquiry is being investigated. Once we have an update from our courier partners rest assured, we will be in contact with you. It only leaves me to apologise for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Only wish I had read these reports paid for next day delivery still waiting getting nowhere trying to get answers and the fact they are cheaper else where”

Helpful Report

Posted 1 year ago

Hi Cazza, Thanks for taking the time to leave your valuable feedback about the order you recently placed with Tower. I have arranged for one of my Customer Service colleagues to contact you today. I can see from initial investigations that there was a rare occurrence which prevented your order being finalised. It only leaves me to apologise for the inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Ordered T 17038007 on 4 /10/22 , never arrived , phoned , messaged to be told out of stock new , stock due 18 November, today is 22 November no item , sent numerous messaged no reply Told I get a gift for waiting this too hasn’t arrived either”

Helpful Report

Posted 1 year ago

“Impossible to contact or get a response from. Took 3 months last time to get a replacement under warranty.”

Helpful Report

Posted 1 year ago

Hi Dave, Thanks for taking the time to leave your comments. I was very surprised to read these comments especially as you have been communicating directly with one of my Customer Services Supervisors Sam. Sam always leads by example when it comes to looking after our customers and I was delighted to learn she had resolved your enquiry to your full satisfaction. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“Bought a Tower Vortex air fryer, great machine, the instruction booklet is very poor almost as good as useless, very scant details, some of the expressions are not explained leaving you to guess, other explanations are sadly vague or non existent. I have no doubt the person who wrote it knew what they were on about, but made no effort at all to give consideration to the customers going to buy the machine. Come on TOWER you can do better than this.”

Helpful Report

Posted 1 year ago

Hi Many thanks for your kind words about our Tower Air Fryer. As a result of your comments about the supporting Instruction Manual one of my Customer Services Team have been in contact with you to resolve your enquiry. It only leaves me to apologise for any inconvenience caused. Regards Keith - Group Customer Services Manager

Posted 1 year ago

“If I could leave Zero stars - I would!! Worst company I have ever used. First my parcel didnt arrive Next Day as I paid for, it was then a battle for me to request my next day delivery charge to be refunded. I took the day off work to accept delivery on paid day. When they eventually sent out for delivery, I wasn't available therefore had to leave a note to refuse delivery - Parcel was returned straight back to Tower. This was on 22nd July. We are now 2nd August and Tower are claiming they are yet to receive this back and will issue a full refund ten days after they recieve the undelivered parcel back. I have received confirmation from the courier (as getting no sense out of the non-existent customer service team at Tower) - Appreicate the staff are working from home, but what are they actually doing working from home if phone lines closed and they dont answer querys when opening a ticket. I have chased this on a few occasions over the last two weeks and still none the wiser. I have now had to open a dispute with my bank to request my refund back. AVOID THIS COMPANY AT ALL COSTS. DO NOT WASTE YOUR TIME OR MONEY - SHOP ELSEWHERE!!! They also remove some reviews as my initial one was removed. Wish I read the reviews beforehand as it seems ALOT of other customers feel the same and have receieved the same terrible service.”

Helpful Report

Posted 2 years ago

Hello Rebecca, Thank you for your review. We're sorry to hear that you are unhappy with our service. We can completely understand your frustration with the couriers too. From our records your parcel was out for delivery on the 22nd July but you stated that you wanted to refuse delivery. Parcels are not returned to us straight away this can take a few days to even register on the system that they are coming back to us as is down to Hermes. I can also see that you have emailed in multiple times and we have merged these emails together so there is only one thread of emails and we are not duplicating work, this will be why they have been closed without a response. I will personally reply to your email now to resolve this issue for you. Take care. Carina @Towerhousewares.

Posted 2 years ago

“Why offer next day delivery when it doesn't exist from Tower.”

Helpful Report

Posted 2 years ago

Hello. Thank you for your review. We're so sorry that your order hasn't yet arrived to you. I can see that my colleague has now been in contact with you and will be updating you further. Take care. Carina @Towerhousewares

Posted 2 years ago

“Phone lines closed down due to staff WFH. Fine. My support tickets are being closed with no communication, no resolution - no matter how many times I raise the issue. The issue is that I ordered a fan which arrived damaged. Can you please respond to me at least? Really poor customer service, and substandard product. I have other Tower products and they have been great... so don't know what's going on here. Will change my customer service ratings once you provide some.”

Helpful Report

Posted 2 years ago

Hello Ravindra, Thank you for your review. We're really sorry to hear that your fan has arrived damaged, please accept our most sincerest apologies for this. We're happy to say that we have now resolved your issue and sent out a new fan to you on a 24 hour courier. The reason your customer support tickets have been closed is because you sent multiple emails in and so we merged all the tickets to not duplicate queries or answers. I hope that this clarifies why your tickets were closed. Take care. Carina @Towerhousewares.

Posted 2 years ago

“Paid for next day delivery, three working days later still no item or word from Tower, and nothing but an automated response to my email. Lousy customer service.”

Helpful Report

Posted 2 years ago

Hello Ian, Thank you for review. We're sorry to hear that you are unhappy with our service. I can now see that your issue has been resolved and you have had a full refund for your order. Please accept my apologies for your item not being in stock. Take care. Carina @Towerhousewares

Posted 2 years ago

“Should of looked at the reviews before buying. I’ve been passed around between tower and the seller. I spent 90 pounds on a tower microwave. Tower don’t deal with it because they can’t send you a part for the a microwave that could cause a fire in your house.”

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Posted 2 years ago

“I bought a 7 piece ceramic pan set which carried a 10 year guarantee. A great set of saucepans. I washed and dried them well as instructed and kept felt between them when stored. Then one day the handle came off a pan full of potatoes in boiling water and the rust went all over the kitchen and on the food. However, my 10 year guarantee does not cover rust and the inside of the handle had rusted because they don't use stainless steel screws. What a 10 year guarantee scam! I would advise anyone not to buy tower products.”

Helpful Report

Posted 2 years ago

Hello, Thank you for your review. We're so sorry to hear that you are unhappy with our service, I have emailed to you privately so hopefully we can get your issue sorted. Take care. Carina @Towerhousewares.

Posted 2 years ago

“I had a 2 year warranty on a compact air fryer. A safety catch has broken after 18 months. With great technical difficulty (for me) I had to upload photo of problem, invoice and warranty. Shouldn't you already have the warranty? Finally told that it says in the very very small print that it doesn't include accessories. Is the frier basket an accessory? I can buy a replacement basket, plus £3.99 postage, no concession there! No, I will look at a different brand, and check out their warranty with care. Customer service very disappointing.”

Helpful Report

Posted 2 years ago

Tower is rated 4.2 based on 4,979 reviews